What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

[James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger] ☆ What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms Ô Read Online eBook or Kindle ePUB. What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.”Looking ahead, the authors describe the world of great service leaders in which “both/and&rd

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

Author :
Rating : 4.39 (756 Votes)
Asin : 1626565848
Format Type : paperback
Number of Pages : 288 Pages
Publish Date : 2014-08-22
Language : English

DESCRIPTION:

Earl Sasser, Jr., is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. Among other honors he was awarded the 2010 Distinguished Career Contribution Award in Services Management by the American Marketing Association.W. . Sasser developed the school’s first course on the management

The concepts put forth in this book are the basis of sustained competitive advantage and superior financial performance that survives episodic weakness in product quality or market growth. Mills, former Administrator, US Small Business Administration“Enthusiastic, empowered employees delivering memorable service to increasingly loyal guests is a self-reinforcing cycle of success for all of an organization's constituents. Indeed, they formed the basis of what took Caesars Entertainment from $14 a share and 14,000 employees to $90 a share and 90,000 employees in ten years.”—Gary Loveman, Chairman, Caesars Entertainment and Caesars Entertainment Operating Company“Breakthrough service has to be both

A must read! A must read for anyone in a leadership role in a service organization

The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.”Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,&r

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